I am now desperate and this is the most rediculous customer service experience I have ever had. I have moved to a house literally down the same street. We started service at the new house before cancelling the old because we were between the 2 for a little while and wanted TV/internet at both. I was told that we could then get the old phone number moved over to the new house. We quickly decided we didn't need to keep service at the old house, and...
I have now been trying for 3 weeks to get my phone number ported! I have now talked with reps 6 times and it's still not done!!!
4 times I have talked with very nice reps. Each time, after I spend way too long on hold as they talk with another department, they tell me it will be done in 24 hours. I wait 48-72 and it's still not done, and then I do the dance all over again. One of the 4 times I got disconnected at the end, but the person already was saying it was going to be completed and even though they did have my cell number they never called me back.
Yesterday I called and specifically asked for a supervisor. I got "David" and wish I got his last name. We went through all the details and he needed to put me on hold. Because I'd gotten disconnected on a previous call I confirmed he had my cell number and would call me back if we got disconnected. We did get disconnected and I never heard back from him. Since he said he would make sure it got completed, I waited over 24 hours to see if my number would be at the new house. It was not.
Tonight I called and asked for a supervisor. I never got one. I would be put on hold and then a different rep would eventually pick it up. This happend FOUR TIMES! I eventually got Ley (now I know to ask for her "Control number", which was #1587287). She was very nice, just like everyone who told me it would be fixed and then it never was. After she had me on hold a couple different times she finally gave me new info I had never received before...
She said that since I'm moving it from one Comcast account to another I have to work with the Retention department and not the Porting group. They will cancel my other account and then get the phone number moved. Of course, I can't talk to them tonight because they are already closed so I need to do that tomorrow. I was on the phone for over an hour tonight to find this out.
So... hopefully I can call tomorrow and get this resolved. However, it has taken me 6 calls, and probably 4-6 hours to get this information. That should be a complete embarrassment to Comcast executives.
I'm posting this just to document my current status and need. At this point my needs have also increased. Not only do I need my phone number ported, but I better get credited back for the past few weeks when I didn't really want service (or use it at all) but was told I couldn't cancel that account until the phone number was moved... which actually appears to not even really be the case! Those were the 2 things I needed. Now that a Supervisor (David) from yesterday never even called me back when we were disconnected and he said he would, and that I had to spend another hour tonight on the phone to find out that what the previous 5 calls were trying to do was not even the right process, I am fully expecting to receive additional credit back to my account to make up for this rediculous process and hassle I have had to deal with.
Since at this point I have little faith that my next call tomorrow will actually result in a resolution, I'm hopeful that documenting this here will also engage someone that can actually help own this situation to resolution.
